Refund Policy

Last updated: October 8, 2026

When you get a refund

You get a full refund for a gift when all of these are true:

• The gift does not work because of a problem on our side. For example, it won't open, it shows a blank screen, or your photos or video don't appear.
• You tell us within 14 days of paying (or of the scheduled send date, if that is later).
• We can't fix it within a few days of your message.

The refund covers what you paid for that gift, including any extra time you bought with it.

Your right to cancel

In some countries the law lets you cancel an online purchase within 14 days. A gift is different: it is made for you and goes online the moment you pay. By paying, you ask us to start right away, and you agree that this right to cancel ends when your gift goes online. The refund rules on this page still apply.

When there is no refund

• You changed your mind, or the receiver didn't like the gift or didn't open it.
• A mistake in the order: a wrong email address, name, date, time, spelling, photo or design. (You can fix most of these yourself from My gifts.)
• A scheduled email went to spam, or couldn't be delivered to the address you gave. Your link still works, so you can send it yourself.
• The gift works, but the device or browser used is too old for it. (The 3D worlds need a fairly recent device.)
• The gift was taken down for breaking our Terms.
• Time that has already been used, and extra time you added later, unless the gift stopped working because of us.

How to ask

Write to [email protected] from the email you used when you paid, and include:

• your gift link,
• what goes wrong, and on which device and browser,
• a screenshot, if you can.

We'll try to fix it first. Most problems can be fixed quickly.

How refunds are paid

Payments are handled by Dodo Payments, our reseller and Merchant of Record, so refunds go back through them to the card or account you paid with. It usually takes 5 to 10 business days to show, depending on your bank. A refunded gift is taken offline.

If something is wrong, please write to us first before disputing a payment with your bank. It is usually much faster.

Cancelling

There is nothing to cancel: every payment is a single payment and nothing renews. A scheduled email can be moved to another time from My gifts until it is sent. You can delete a gift from My gifts at any time, but deleting does not give a refund.